Overall Comprehension
Illustrator
A nonverbal gesture used to communicate your message effectively and reinforce your point
Continuance
A persuaive message with the goal of causing the audience to continue an activity or belief
Logical Appeal
A persuasive message that appeals to the audience based logic
Emotional Appeal
A persuasive message that appeals to the audience's emotions
Adoption
A persuasive message with th goal of getting the audience to accept new beliefs, ideas, or attitudes
Deterrence
A persuasive message with the goal of causing the audience to avoid an activity or belief
Rhetorical Question
A question that is asked to make a point that does not expect a response
Open-Ended Question
A question worded in a way that allows freedom in the length and nature of response
Closed-Ended Question
A question worded in a way that restricts the response to answers such as a yes or a no, or other option-based answers
Leading Question
A question worded to elicit a particular response
Reciprocity
A relationship of mutual exchange and interdependence with four main components including mutuality, nonjudgmentalism, honesty, and respect
Vocal Pause
A short pause in a presentation for effect or to allow a concept to sink in
pregnant pause
A silence between verbal messages that is full of meaning.
Territory
A space that you claim as your own, are responsible for, and are willing to defend
Culture
A system of shared beliefs, values, customs, behaviors, and artifacts shared by a segment of society
Message
A verbal or nonverbal idea, concept, or fact communicated between a sender and a receiver.
Report
A written account of something that has been researched, observed, heard, or done
A-U-D-I-E-N-C-E
A: Analysis U: Understanding D: Demographic I: Interest E: Environment N: Needs C: Context E: Expectation
Who said, "The most important single ingredient in the formula of success is knowing how to get along with people"? Abraham Lincoln Sigmund Freud Theodore Roosevelt Mark Twain
Theodore Roosevelt - Theodore Roosevelt pointed out that "the most important single ingredient in the formula of success is knowing how to get along with people." Knowing your audience well before you speak is essential.
Assumed Similarity
Thinking that people are all basically similar without regard to diversity
What is one of the most troublesome differences in cross-cultural communication and expectations? Money Commitment Space Time
Time - Despite technology and its impact on connectedness, time is still a major factor in communication.
What type of communication involves people sending messages continuously and simultaneously? Traditional Transactional Transformational Translational
Transactional - Transactional Communication involves three principles: 1) people sending messages continuously and simultaneously; 2) communication events that have a past, present, and future; and 3) participants playing certain roles.
Two Models of Communication
Transactional Model and Constructivist Model
Audience Perception
Understanding audience members in terms of who they are, what they are interested in, what they need, and what motivates them
external communication
External communication is any communication that leaves the office and deals with customers, prospects, vendors or partners.
Nonjudgementalism
The willingness to examine diverse ideas and viewpoints; the ability to accept ideas that may be strongly opposed to his or her own beliefs and values
Communication is: A dynamic process A static process A non-systemic process A transcendental process
A dynamic process - A process is an ongoing activity. Communication is a dynamic process, always changing and in motion.
Stereotype
A generalization about a person or group based on an oversimplified opinion, prejudice attitude, or uncritical judgment
Subjectivity
A judgment based on individual personal impressions and feelings and opinions, rather than external facts
Empathetic Listening
A method of listening that involves understanding both the content of a message as well as the intent of the sender and the circumstances under which the message is given
Emblem
A nonverbal gesture such as the signal "OK" that has specific meaning in a given culture
The five kinds of audiences in business communication
- Initial audience members - Gatekeepers - Primary audience members - Secondary audience members - watchdogs
Four Types of Business Communication
- Internal (Upward) - Internal (Downward) - Internal (lateral) - External
Internal, Lateral Communication
- Lateral communication is the talking, messaging and emailing among co-workers in the office. - This might be cross-department communication or just internal department dealings
Perception of Fairness
- Reciprocity - Mutuality - Nonjudgeentalism - Honesty - Respect
Four Types of Communication in Business Writing
- Results-Oriented Communication - Informational Communication - Persuasive Communication - Negative Communication
Internal, Downward Communication
- This is any type of communication that comes from a superior to one or more subordinates - Communication might be in the form of a letter, a memo or a verbal directive.
Internal, Upward Communication
- This type of business communication is anything that comes from a subordinate to a manager or an individual up the organizational hierarchy. - Most communication that flows upward is based on systematic forms, reports, surveys, templates and other resources to help employees provide necessary and complete information.
Cialdini's 6 Principles of Persuasion
- reciprocity - scarcity - authority - commitment - consistency - liking - consensus
Eight Essential Components of Communication
1. Source/Sender 2. Message 3. Interference/Noise 4. Channel 5. Receiver 6. Feedback 7. Environment 8. Context
Approximately how many PowerPoint presentations are delivered each day? 50 million 250 million 25 million 100 million
100 million - It is impossible to know for sure, but speaker Don McMillan claims there are upwards of 100 million presented every day.
Adults spend 70% of their time communicating. What percentage of that time is spent listening? 9% 45% 16% 30%
45% - Listening takes up 45% of communication time, while speaking takes up 30%, reading takes up 16%, and writing takes up 9%.
Active Listening
A communication technique that requires the listener to understand, interpret, and evaluate what they hear
Contact Management Systems
A database of individuals important to the business that can be sorted in a variety of ways
What is one important thing you can do to lessen presentation anxiety? Memorize your entire presentation Accept that you do not have to be perfect Stand firmly behind podium or table and do not move Use extensive notes during the presentation
Accept that you do not have to be perfect - Letting go of perfection can be the hardest guideline to apply to ourselves. It is in our nature to compare ourselves to others and to be hard on ourselves. You might forgive a classmate for the occasional "umm" during a speech, but then turn right around and spend a lot of mental effort chastising yourself for making the same error in your presentation. We all have distinct strengths and weaknesses. Knowing yourself and where you need to improve is an important first step.
What type of listening requires the listener to understand, interpret, and evaluate what he or she hears? Active Collective Passive Ancillary
Active - Active listening is a communication technique that requires the listener to understand, interpret, and evaluate what he or she hears. The ability to listen actively can improve personal relationships through reducing conflicts, strengthening cooperation, and fostering understanding.
Audience Analysis
An assessment of the composition, knowledge, interest, attitudes, and biases of an audience
Informal Communication
An interaction that does not have a formal structure but emerges naturally or organically
Which term describes the action of a professional speaker raising a hand slightly as she leads up to a key point? Implementation step Relaxation step Set-up step Anticipation step
Anticipation step - As professional speakers lead up to a main point, they raise their hand slightly, perhaps waist high. This is often called an anticipation step. The gesture clearly shows the audience your anticipation of an upcoming point, serving as a nonverbal form of foreshadowing.
Direct versus indirect
Assertion/persistence versus mood/thought manipulation
When dealing with difficult conversations, what should your approach be? Demure Assertive Passive Aggressive
Assertive - Once you are sure that something needs to be communicated, do so in an assertive way. That is not to say that you need to be mean or aggressive, but you do need to be firm in your position. Additional information on being assertive can be found at http://www.skillsyouneed.co.uk/IPS/Assertiveness.html
Which of the following refers to the intentional and unintentional ways a primary message is communicated? Auxiliary Message Tertiary Message Supplemental Message Secondary Message
Auxiliary Message - Auxiliary messages refer to the intentional and unintentional ways a primary message is communicated. This may include vocal inflection, gestures and posture, and rate of speech, which influence the interpretation or perception of your message.
Conflict Management Strategies
Avoidance Defensiveness versus Supportiveness Face-Detracting and Face-Saving Empathy Gunnysacking Managing Your Emotions Evaluations and Criticism in the Workplace Listen without Interrupting
Communication
Barrier Obstacles that prevent the exchange of ideas or thoughts
Barriers to Communication
Barriers to communication include linguistic, psychological, physiological, physical, systemic, and attitudinal factors
What principle of organizing a speech establishes a relationship between two events or situations? Comparison Contrast Cause and Effect Problem and Solution
Cause and Effect - Structuring your speech via cause and effect establishes a relationship between two events or situations, making the connection clear.
What are ways of framing, expressing, and representing a message to an audience called? Conditional strategies Conjunctive strategies Additive strategies Cognate strategies
Cognate strategies - Charles Kostelnick and David Roberts outline several cognate strategies, or ways of framing, expressing, and representing a message to an audience. The word "cognate" refers to knowledge, and these strategies are techniques that impart knowledge to your audience.
Which of the following is true about communication? Communication style is irrelevant in the long-run Communication is limited to words and facial expressions Communication only includes written and spoken words Communication can include shoes, jewelry, tattoos, and grooming
Communication can include shoes, jewelry, tattoos, and grooming - Take a look at your clothes. What are the brands you are wearing? What do you think they say about you? Do you feel that certain styles of shoes, jewelry, tattoos, music, or even automobiles express who you are? Part of your self-concept may be that you express yourself through texting, or through writing longer documents like essays and research papers, or through the way you speak.
Intracultural Communication
Communication within the same culture
Contrast
Comparing one thing to another
Charisma
Compelling attractiveness or charm that can inspire interest or even devotion from others
What is one of the major challenges of having so many channels available for instant virtual communication? Improved productivity Constant interruption Message convolution Increased cost
Constant interruption - Instant communication can make it harder for workers to deal with one task at a time, as their work is constantly being interrupted by comments and questions that relate to other projects or even personal issues. In fact, some employees must make an effort to turn off communication devices while they work to meet deadlines.
What is at the core of both individual and group communication? Content Projection Dialect Technology
Content - The meat of a communications strategy is its content. The plan should start with the strategic goal, its mission. It seems obvious, but if managers can distill it to a tag line and incorporate the tag into documentation templates, the goal literally stays in sight of everyone involved; tasks, communications, agendas not related to that mission statement are easier to spot and eliminate.
Ethos, pathos, and logos are key elements of a business proposal. What does ethos refer to? Credibility Reason Enthusiasm Dominion
Credibility - Ethos refers to credibility, pathos to passion and enthusiasm, and logos to logic or reason. All three elements are integral parts of your business proposal that require your attention.
A sign reading, "Stand Out from the Crowd!" appeals to what aspect of our individual differences? Mental Expectations Cultural Background Psychological State Physical Characteristics
Cultural Background - Your cultural background plays a significant role in what and how you perceive your world. You may be from a culture that values community. For example, the message across the advertisement reads: Stand out from the crowd. Given your cultural background, it may not be a very effective slogan to get your attention.
Which term is defined as the ability to interact effectively with people of different cultures? Multiculturalism Cultural competence Cross-cultural collaboration Internationalism
Cultural competence - Cultural competence refers to an ability to interact effectively with people of different cultures. It includes: (1) Awareness of one's own cultural worldview, (2) Knowledge of different cultural practices and worldviews, (3) Attitude towards cultural differences, and (4) Cross-cultural skills. Developing cultural competence means learning to widen one's horizons and includes open-mindedness, flexibility, self-awareness, and cultural knowledge that is useful in any culture.
Individualistic Cultures
Cultures that value freedom and personal independence
Which of the following conflict strategies is characterized by control, evaluation, and judgment? Supportive Communication Face-Saving Strategies Face-Detracting Strategies Defensive Communication
Defensive Communication - Defensive communication is characterized by control, evaluation, and judgments, while supportive communication focuses on the points and not personalities.
Which of the following terms refers to the characteristics that define someone as an individual, but that he or she has in common with others? Audience Characteristics Demographics Traits Classic Commonalities Unique Introspective
Demographics Traits - Demographic traits refer to the characteristics that define an individual, but that are shared with others. For example, if you were born female, your view of the world may be different from that of a male, and may be similar to that of many other females. Being female means that you share this "femaleness" trait with roughly half the world's population.
Observation
Description of what is sensed; seeing and sensing the behavior and characteristics of an audience
Cloud Computing
Documents and programs are stored in "virtual" drives or computers, and can be accessed by any authorized user through ordinary internet connections
Time Orientation
Edward T. Hall and Mildred Reed Hall state that monochronic, time-oriented cultures consider one thing at a time, whereas polychronic, time-oriented cultures schedule many things at one time, and time is considered in a more fluid sense
From an ethical perspective, which of the following terms is defined as basic equality? Egalitarian Equitorium Equilibrium Engleton
Egalitarian - The word "egalitarian" comes from the root "equal." To be egalitarian is to believe in basic equality: that all people should share equally in the benefits and burdens of a society. To communicate in an egalitarian manner, speak and write in a way that is comprehensible and relevant to all your listeners or readers, not just those who are "like you" in terms of age, gender, race or ethnicity, or other characteristics.
Which type of business communication does the CAN-SPAM act regulate? Websites Email Blogs YouTube
Email - Sending bulk emails can result in many of your messages ending up in recipients' spam folders -- or worse, violating the CAN-SPAM act, which established the first United States standards for senders of commercial email.
In a presentation, what strategy focuses on expression, relevance, and relationship to an audience? Reference Conciseness Engagement Expectation
Engagement - Engagement strategies develop a relationship with the audience, and you will need to consider how your words, visuals, and other relevant elements of your speech help this relationship grow.
In what category of communication factors do visual factors, auditory factors, and individual factors belong? Ergonomic Cultural Ancillary Environmental
Environmental - The environment can be a barrier to effective communication. The most common environmental factors affecting communication are visual factors, auditory factors, and individual factors.
Which of the following is not generally institutionalized? Legal systems Ethical systems Political systems Economic systems
Ethical systems - Ethical systems, unlike political, legal, and economic systems, are generally not formally institutionalized. This does not imply, however, that they are less influential in interactions, trade, and commerce. Ethics refers to a set of norms and principles that relate to individual and group behavior, including businesses and organizations. They may be explicit, in the form of an organization's code of conduct; may be represented in religion, as in the Ten Commandments; or may reflect cultural values in law. What is legal and what is ethical are at times quite distinct.
Which term describes the tendency to view other cultures as inferior? Nationalism Superficialism Egocentrism Ethnocentrism
Ethnocentrism - Ethnocentrism is the tendency to view other cultures as inferior to one's own. Having pride in your culture can be healthy, but history has taught us that having a predisposition to discount other cultures simply because they are different can be hurtful, damaging, and dangerous. Ethnocentrism makes us far less likely to be able to bridge the gap with others and often increases intolerance of difference.
In the effective presentation acronym A-U-D-I-E-N-C-E, what does the final "E" represent? Envisioning Engagement Encouragement Expectations
Expectations - In the effective presentation acronym A-U-D-I-E-N-C-E, what does the final "E" represent?
When speaking to inform, which of the following is most appropriate? Interpretation Self-representation Introspection Exposition
Exposition - The relationship between informing and persuading your audience is often expressed in terms of exposition versus interpretation. Exposition means a public exhibition or display, often expressing a complex topic in a way that makes the relationships and content clear. When we share information informally, we often provide our own perspective and attitude for our own reasons. But when we set out to inform an audience, taking sides or using sarcasm to communicate attitude may divide the audience into groups that agree or disagree with the speaker.
Gestures
The use of movement during a presentation to emphasize points and get audience attention
What is the single most important facial gesture in US culture? A wink Raised eyebrows Eye contact A smile
Eye contact - The single most important facial gesture (in mainstream US culture) is eye contact. Eye contact refers to the speaker's gaze and how it engages audience members. It can vary in degree and length, and in many cases, is culturally influenced. Both the speaker's expectations and the audience members' notions of what is appropriate will influence normative expectations for eye contact.
Which of the following is true about facial expressions? Facial expressions vary by culture Facial expressions vary with each individual Facial expressions are typically universal Facial expressions vary by demographic
Facial expressions are typically universal - Your facial expressions convey your emotions. Facial expressions are typically universal, which means they convey the same message globally. A frowning person is usually upset. Offer a smile when talking to someone. This tells people that you are happy or in a good mood. It also creates an atmosphere of warmth and friendliness, allowing others to feel comfortable.
What is one way to describe nonverbal communication? Linear Concise Fluid Static
Fluid - Nonverbal communication is the process of conveying a message without the use of words. It can include gestures and facial expressions, tone of voice, timing, posture, and distance as you communicate.
Constructivist Model
Focus on the negotiated meaning, or common ground, when trying to describe communication; shared meaning
How should formal strategies for intercultural communication be developed? Formal strategies should be developed only by Human Resources management Formal strategies should be put into writing as part of a larger communication plan Formal strategies should only be formalized when an issue occurs that need addressing Formal strategies should be allowed to evolve naturally as an organization matures
Formal strategies should be put into writing as part of a larger communication plan - Verbal strategies in intercultural communication enhance the ability to produce or understand speech between members of different cultures. The plans may be formal or informal, based on the context of the communication. Formal strategies are devised and agreed on by a group of people and are put in writing as part of larger communication policies.
Artifacts
Forms of decorative ornamentation that are chosen to represent self-concept
Types of Touch
Functional-professional: tailor hemming pants Social-polite: handshake Friendship-warmth: laying hand on shoulder/hug Love-intimacy: strong, mutual embrace Sexual arousal: Sexual caressing and intercourse
Proposal
Generally a formal written plan put forward for the consideration of an internal or external audience
What is the term in conflict management for hanging on to unresolved conflicts and grievances over time? Drag-alongs Projections Harboring Gunnysacking
Gunnysacking - Gunnysacking (or backpacking) refers to the imaginary bag we carry into which we place unresolved conflicts or grievances over time. For example, if your organization has gone through a merger, and your business has transformed, there may have been conflicts that occurred during the transition. Holding on to the way things used to be can be like a stone in your gunnysack and can influence how you interpret your current context.
Implementation Step
Holding one hand at waist level pointing outward, and raising it up with your palm forward, as in the "stop" gesture.
Which of the following channels of written communication sets the expectation of a quick response? Email Proposal Fax or Letter IM or Text Message
IM or Text Message - IM and text messaging are good channels for rapid exchanges of small amounts of information. Expectations are that there will be a quick response without large amounts of information.
Types of communication channels
IM/Texting memos/reports email voicemail telephone conversation videoconferencing in-person presentation face-to-face meeting
A significant disadvantage of business communication technology is that a company may be perceived as what? Unfair Too Big Offshore Impersonal
Impersonal - A significant disadvantage of business communication technology is the perception that a business is impersonal. Consumers who are consistently peppered with electronic communication from business organizations are more likely to have this perception.
Low-Power vs. High-Power Distance
In a Low-Power distance culture, people relate to one another more as equals; in a High-Power distance culture, people tend to organize themselves in hierarchies
What type of communication channels are recognized spontaneously and unintentionally? Didactic Channels Direct Channels Indirect Channels Informal Channels
Indirect Channels - Indirect channels are those channels that are recognized spontaneously and unintentionally by the receiver, and are not under the direct control of the sender. These include kinetics, or body language that reflects the inner emotions and motivations of a speaker rather than the actual delivered message. Indirect channels also include such vague terms as 'instincts', 'hunches', 'premonitions', or 'intuitions'.
What do you call page-long, designer-quality compilations of pictures and charts on a specific topic? Datagraphics Infographics Endographics Knowledgegraphics
Infographics - Information graphics, or infographics, are visual representations of information, data, or knowledge intended to present complex information quickly and clearly. They improve cognition by using graphics to enhance the human visual system's ability to see patterns and trends.
Evidence
Information included in communication that leads the receiver to accept the message as true
Which type of communication normally involves only two people? Intrapersonal Communication Small Group Communication Interpersonal Communication Bimodal Communication
Interpersonal Communication - The second major context within the field of communication is interpersonal communication. Interpersonal communication normally involves two people, and can range from intimate and very personal to formal and impersonal. You may carry on a conversation with a loved one, sharing a serious concern. Later, at work, you may have a brief conversation about plans for the weekend with the security guard on your way home.
Visual Aids
The use of presentation software, drawing, or objects to support a presentation
When you talk to yourself, what type of communication are you participating in? Inter-modal Communication Intrinsic Communication Intrapersonal Communication Interpersonal Communication
Intrapersonal Communication - Have you ever listened to a speech or lecture and gotten so caught up in your thoughts that, even though the speaker was continuing, you were no longer listening? During a phone conversation, have you ever been thinking about what you are going to say, or what question you might ask, instead of listening to the other person? As you "talk with yourself," you are engaged in intrapersonal communication.
Which of the following is true about conflict? It is a universal occurrence It can always be avoided It is a sign of poor leadership It can always be resolved
It is a universal occurrence - The word "conflict" produces a sense of anxiety for many people, but it is part of the human experience and is not always a negative occurrence. Understanding conflict can help us improve how we handle disagreements, misunderstandings, and struggles to understand or make ourselves understood.
How does communication relate to self-concept? It is influenced by self-concept, but only in personal situations It operates independently of self-concept It is influenced by self-concept, but only in business situations It is an integral part of self-concept
It is an integral part of self-concept. - Your ability to communicate is central to your self-concept. Being unable to communicate might even mean losing a part of yourself, for you communicate your self-concept—your sense of self and awareness of who you are—in all forms of communication.
Masculine versus feminine orientation
It is not in terms of whether men or women hold the power in a given culture, but rather the extent to which that culture values certain traits that may be considered masculine or feminine.
The word communication comes from the word communicare, which means "common" in what language? Persian Turkish Greek Latin
Latin - The word "communication" (which comes from the Latin word communicare, meaning "to make common") is used in common speech to mean speaking, writing, or sending a message to another person.
Which of the following is the best strategy for improving nonverbal communication in a speech? Avoid using nonverbal cues during your presentation; focus on the voice instead Be consistent in your nonverbal cues regardless of audience response Try using new nonverbal cues when working with a big audience Look at how audience members respond to prior speakers and to one another
Look at how audience members respond to prior speakers and to one another - If you have the opportunity to do so, watch speakers who go before you to see how the audience responds to them. If that is not an option, spend some time with audience members in casual conversation before the speech and watch how they respond. You will find differences based on gender, age, ethnicity, cultural background, context, and the environment. Observation will help you learn more about how people communicate; looking for trends across a specific type of nonverbal communication can be an effective strategy. Ultimately, you want a nonverbal strategy that reaches the most people.
If you are comfortable critiquing your boss's decision, which kind of culture are you most likely to be a member of? Low-Power Distance Strict-Power Distance High-Power Distance Comfort-Power Distance
Low-Power Distance - How comfortable are you with critiquing your boss's decisions? If you are from a low-power distance culture, your answer might be "no problem." In low-power distance cultures, people relate to one another more as equals and less as a reflection of dominant or subordinate roles, regardless of their actual formal roles as employee and manager.
What is the greatest danger of using using visual aids in presentations? Lacking audience attention Malfunctioning equipment or software Getting out of sync with the presentation Difficulty seeing for parts of the audience
Malfunctioning equipment or software - Most visual aids will need advance preparation and should be operated with efficiency. If you wish to use such aids in an unfamiliar room or location, check what facilities are available in advance so that you can plan your presentation accordingly.
Who said, "If we were supposed to talk more than we listen, we would have two tongues and one ear"? Abraham Lincolm Theodore Roosevelt Mark Twain Sigmund Freud
Mark Twain - When somebody else is talking, listen to what they are saying; do not interrupt, talk over them, or finish their sentences for them. Stop, just listen. When the other person has finished talking you may need to clarify to ensure you have received their message accurately.
Materialism versus Relationships
Members of a materialistic culture place emphasis on external goods and services as a representation of self, power, and social rank. Member of a relationship culture that value relationships rather than material objects.
Which of the following is used to communicate policies and procedures within a business? Email Memo Broadcast Text Letter
Memo - A memo (or memorandum, meaning "reminder") is normally used for communicating policies, procedures, or related official business within an organization. It is often written from a one-to-all perspective (like mass communication), broadcasting a message to an audience, rather than a one-on-one, interpersonal communication. It may also be used to update a team on activities for a given project, or to inform a specific group within a company of an event, action, or observance.
Formal Communication
Messages that are transmitted through prescribed channels within the organization
Which of the following describes the message meaning when two people communicate? Bilateral Negotiated Absolute Conditional
Negotiated - Researchers have examined the idea that we all construct our own interpretations of a message, and according to the constructionist model of communication, we focus on the negotiated meaning, or common ground, when trying to communicate.
What term has been coined to describe the correct or acceptable way to communicate on the internet? Technicity The Golden Rule Netiquette Net Control
Netiquette - We create personal pages, post messages, and interact via mediated technologies as a normal part of our careers, but how we conduct ourselves leaves lasting impressions that live online forever. Great care should be given to what you "put out there".
Uncertainty Acceptance in Culture
Some cultures, such as the United States and Britain, are highly tolerant of uncertainty, while others go to great lengths to reduce the element of surprise. Cultures in the Arab world, for example, are high in uncertainty avoidance; they tend to be resistant to change and reluctant to take risks.
Which term refers to anything that distorts a message, making what is received different than what was intended? Extraction Static Noise Diversion
Noise - Noise refers to anything that distorts a message, meaning that what is received is different from what is intended by the speaker. In addition to physical noise , other factors such as the use of complicated jargon, inappropriate body language, inattention, disinterest, and cultural differences are considered noise as well. In other words, any distortions or inconsistencies that occur during an attempt to communicate can be seen as noise.
Affect Displays
Nonverbal communication that expresses emotion or feeling
Adaptors
Nonverbal communication that helps you adapt to your environment by helping you feel comfortable and secure
Regulator
Nonverbal messages which control, maintain, or discourage interaction
Memo
Normally used internally in organizations to communicate directives from management on policy, procedure, and documentation
Personal Space
Often known as "The Bubble" that surrounds a person, which, when breached, makes the individual uncomfortable
Which of the following represents high-order concerns in writing? Grammar Organization Format Style
Organization - Purdue University's Online Writing Lab emphasizes the need to take higher-order concerns into consideration when drafting and revising business documents. Higher-order concerns include aspects of planning and organization.
Nine cognate strategies
Pathos: Tone (expression), Emphasis (relevance), Engagement (relationship) Logos: Clarity (clear understanding), Conciseness (key points), Arrangement (order, hierarchy, placement) Ethos: Credibility (character, trust), Expectation (norms and anticipated outcomes), Reference (sources and frames of reference)
Who said, "The important thing in communication is hearing what isn't said"? Bill Gates William Joseph Abraham Maslow Peter F. Drucker
Peter F. Drucker - Peter F. Drucker is considered one of the most influential management thinkers. The author of more than twenty-five books, his ideas have had an enormous impact on shaping the modern corporation. Drucker passed away in 2005.
What would be the best visualization tool for presenting a breakdown of association members? Bar chart Pie chart Matrix Venn diagram
Pie chart - Different types of data visualization tools fall into five general categories, including comparison, composition, relationship, distribution, and process. The pie chart is part of the composition category and is excellent for showing the breakdown of a given population.
What is a physical thing you can do during a presentation to reduce anxiety? Blink at least 30 times per minute Practice deep breathing Gently rock from side to side Clench one or both of your fists
Practice deep breathing - Adrenalin causes your breathing to shallow. By deliberately breathing deeply, you will provide your brain the oxygen it needs, and the slower pace of breathing will trick your body into believing you are calmer. This also helps with voice quivers, which can occur when your breathing is shallow and irregular.
What is the name of a popular new online presentation tool that may replace PowerPoint? Linux Presentation Pro Prezi SalesForce
Prezi - Prezi.com is one of a new generation of cloud-based presentation apps that overturns almost every idea you have about presentations. Prezi uses Adobe's Flash technology to create animated presentations with a few clicks and drags. Instead of creating a series of separate slides, you put all your content—text, graphics, captions—on a single canvas, and then you trace a path from one item to another. Review from: http://www.pcmag.com/article2/0,2817,2371184,00.asp
When should a crisis communication plan be prepared? When a crisis event occurs Upon direction from upper management Once a crisis impact is assessed Prior to a crisis event
Prior to a crisis event - A crisis communication plan is the prepared scenario document that organizes information into responsibilities and lines of communication prior to an event. With a plan in place, if an emergency arises, each person knows his or her role and responsibilities from a common reference document. Overall effectiveness can be enhanced with a clear understanding of roles and responsibilities for an effective and swift response.
What is the study of the use of space and distance in communication called? Spacial Analysis Personal Bubble Proxemics Ergonomics
Proxemics - Proxemics looks at how speakers use and react to distance in communication. Different cultures will have different approaches to the acceptable amount of distance when communicating and interacting.
What is it called when the boss speaks and the employees listen? Public Communication Mass Communication Interpersonal Communication Group Communication
Public Communication - In public communication, one person speaks to a group of people; the same is true of public written communication. In a public speaking situation, the group normally defers to the speaker. For example, the boss speaks to everyone, and the sales team quietly listens without interruption.
Which of the following is a major consideration when choosing a communication channel? Technology Convenience Expedience Purpose
Purpose - Purpose is closely associated with channel. We need to consider the purpose when choosing a channel. While writing often focuses on an understanding of the receiver and on defining the purpose of the message, the channel—or the "how" in the communication process—deserves special mention.
Which term refers to a state of harmonious understanding with another individual or group? Collegiality Rapport Collaboration Cohesion
Rapport - Rapport is a state of getting on well with another person, or group of people, by having things in common. This makes the communication process easier and usually more effective.
According to MindTools, Ltd, every business document should be what? Reader-friendly Sufficiently complex Proofread twice Centrally archived
Reader-friendly - According to MindTools Ltd., every document should be as reader-friendly as possible. Break up long paragraphs, use bullet points and headings, and include helpful sections such as "Key Points" or "Takeaways" to help readers who simply skim the information but need the main points.
Jargon
Special words or expressions that are used by a particular profession or group and are difficult for others to understand
What is a common mistake made in PowerPoint presentations? Reading from the slides as if they were notes Using PowerPoint only as a supplement to speech Using the 5 x 5 line and word rule Tying content to slides; each component should stand alone
Reading from the slides as if they were notes - Here are three general guidelines to follow when using visual aids. 1) Do make a clear connection between your words and the visual aid for the audience. 2) Do not distract the audience with your visual aid, blocking their view of you or adjusting the visual aid repeatedly while trying to speak. 3) Do speak to your audience—not to the whiteboard, the video, or other visual aids.
What is a relationship of mutual exchange and interdependence called? Duality Reciprocity Communication Handshake Perception of Fairness
Reciprocity - In a report on intercultural communication, V. Lynn Tyler offers us some insight into these audience expectations, which can be summarized as the need to be fair to your audience. One key fairness principle is reciprocity, or a relationship of mutual exchange and interdependence. Reciprocity has four main components: mutuality, non-judgmentalism, honesty, and respect.
Which term refers to a mutual expectation for the exchange of value or services? Scarcity Consensus Collaboration Reciprocity
Reciprocity - Reciprocity is the mutual expectation for exchange of value or service. In all cultures, when one person gives something, the receiver is expected to reciprocate, even if only by saying "thank you." There is a moment when the giver has power and influence over the receiver, and if the exchange is dismissed as irrelevant by the giver, the moment is lost.
Auxiliary Messages
Refer to the intentional and unintentional ways a primary message is communicated. This may include vocal inflection, gestures and posture, or rate of speech that influence the interpretation or perception of your message.
Primary message
Refer to the intentional content, both verbal and nonverbal. These are the words or ways you choose to express yourself and communicate your message.
Secondary messages
Refer to the unintentional content, both verbal and nonverbal. Perceptions of physical attractiveness, age, gender, or ethnicity, or even simple mannerisms and patterns of speech may unintentionally influence the message.
Which of the following is used to document the relationship(s) between large amounts of data? Memo Report Proposal Letter
Report - A report takes significant time to prepare and produce but is the strongest channel for documenting the relationship(s) between large amounts of data with the goal of informing an internal or external audience.
What type of message stays with your audience after communication is finished? Auxiliary Message Secondary Message Residual Message Supplemental Message
Residual Message - The residual message is a message or thought that stays with an audience well after the communication is finished. It is important for the communicator to consider what he or she wants the listeners to remember or what action he or she wants them to take.
Which term describes the process a new member goes through to become a full member of a culture or group? The gauntlet Passage Social absorption Rites of initiation
Rites of initiation - Cultures tend to have a ritual for becoming a new member. A newcomer starts out as a non-entity, a stranger, an unaffiliated person with no connection or possibly even awareness of the community. Newcomers who stay around and learn about the culture become members. Most cultures have a rite of initiation that marks the passage of the individual into the community; some of these rituals may be so informal as to be hardly noticed (e.g., the first time a coworker asks you to join the group to eat lunch together), while others may be highly formalized (e.g., the ordination of clergy in a religion). The non-member becomes a member, the new member becomes a full member, and individuals rise in terms of responsibility and influence.
What document has a central persuasive message that intrigues, informs, persuades, and calls to action? The Pitch Sales Message Closing Letter Proposal
Sales Message - A sales message is the central persuasive message that intrigues, informs, persuades, calls to action, and closes the sale. Not every sales message will make a direct sale, but the goal remains. Whether your sales message is embedded in a letter, represented in a proposal, or broadcast across radio or television, the purpose remains the same.
Which of the following countries could be considered to have an uncertainty-rejecting culture? Canada Great Britain Saudi Arabia The United States
Saudi Arabia - When we meet one another for the first time, we often use what we have previously learned to understand our current context. We also do this to reduce our uncertainty. Some cultures, such as the United States and Britain, are highly tolerant of uncertainty, while others go to great lengths to reduce the element of surprise. Cultures in the Arab world, for example, are high in uncertainty avoidance; they tend to be resistant to change and reluctant to take risks. Whereas a US business negotiator might enthusiastically agree to try a new procedure, the Egyptian counterpart would likely refuse to get involved until all the details are worked out.
Which type of message consists of unintentional content, both verbal and nonverbal? Spontaneous Message Auxiliary Message Secondary Message Supplemental Message
Secondary Message - Secondary messages refer to unintentional content, both verbal and nonverbal. Your audience will form impressions of your intentional messages, both negative and positive, over which you have no control. Perceptions of physical attractiveness, age, gender, or ethnicity or even simple mannerisms and patterns of speech may unintentionally influence the message.
What is a good strategy when presenting to an audience? Allow your eyes to dart from place-to-place in a random pattern Look over the audience members' heads at a spot on the back wall Find a friendly face or two and focus on it during the presentation Slowly scan the audience, stopping briefly on friendly faces
Slowly scan the audience, stopping briefly on friendly faces - When giving a presentation, avoid looking over people's heads, staring at a point on the wall, or letting your eyes dart all over the place. The audience will find these mannerisms unnerving. They will not feel as connected, or receptive, to your message, and you will reduce your effectiveness. Move your eyes gradually and naturally across the audience, both close to you and toward the back of the room. Try to look for faces that look interested and engaged in your message. Do not to focus on only one or two audience members, as audiences may respond negatively to perceived favoritism. Instead, try to give as much eye contact as possible across the audience. Keep it natural, but give it deliberate thought.
What is a barrier to communication caused by inefficient or inappropriate communication channels? Systemic barrier Sub-structural barrier Attitudinal barrier Functional barrier
Systemic barrier - Systemic barriers to communication may exist in structures and organizations in which there are inefficient or inappropriate information systems and communication channels, or in which there is a lack of understanding of the roles and responsibilities for communication.
What should you do when proofing your own written communication? Turn off the grammar checker, which is frequently wrong Give it to a colleague to review before reading it Begin proofing immediately, with no preparation Take a break before reading it again
Take a break before reading it again - As with other aspects of business, you want to turn in your best work. Poor grammar, spelling mistakes, and erroneous information reflect poorly on you as a worker and make the writing harder to use and understand. After finishing a draft, let it sit for a brief period and revisit it to revise and redraft as necessary.
Influence
The ability to affect other people's thinking or actions
Networking
The ability to communicate through traditional voice and video in a secure system while collaborating with others on reports, programming, and other document production
Manipulation
The act of getting an audience to take action by way of trickery
Persuasion
The act or process of presenting arguments to move, motivate, or change your audience
Believability
The aspect of a message that causes an audience to trust or accept it
Sales Message
The central persuasive message that intrigues, informs, persuades, calls to action, and closes the sale
Demographic Traits
The characteristics that make someone an individual, but that he or she has in common with others
Context
The circumstances that form the setting for an event, statement, or idea
Analogy
The comparison of things used for explanation or clarification
Netiquette
The correct or acceptable way of communicating on the internet
source/sender
The creator of the message
Short-term versus long-term orientation
The degree to which a culture stresses values that are past and present oriented (short-term orientation) or future-oriented (long-term orientation).
Explanation
The development of understanding in a concept or message
Communication
The exchange of information between people by means of speaking, writing, or using a common system of signs or behavior
Articulation
The formation of clear and distinct sounds in speech
Communication Channel
The method or medium used to convey messages; examples include instant messaging, email, fax, memo, letter, report, proposal, etc.
Credibility
The perception of integrity of the message based on its association with the course; central to any communication act.
Impersonal Perception
The perception that a business is impersonal; a significant disadvantage of business communication technology
Encoding/Decoding
The process of a sender selecting and organizing a message/The process of a receiver breaking down and interpreting that message
Nonverbal Communication
The process of conveying a message without the use of words
Mutuality
The process of searching for common ground and understanding with an audience. This involves examining viewpoints other than one's own and taking steps to ensure one's speech integrates an inclusive, accessible format, rather than an ethnocentric one.
Rites of Initiation
The process of transition from an outsider to a member of a culture or group
Mass Communication
The process of using technology to share messages with a large audience
Purpose
The reason why a written message is being developed and is a major consideration in how the message is developed and delivered
What risk do you face if you distribute a copy of your PowerPoint slides prior to the presentation? The risk of creating a major distraction during your speech The risk of wasting resources, as most slides go unread and are thrown out The risk of turning the presentation into a guided reading session The risk that your content will be used elsewhere without your permission
The risk of turning the presentation into a guided reading session - Should you need to communicate more technical, complex, or in-depth information in a visual way, consider preparing a handout to distribute at the conclusion of your speech. You may also consider using a printout of your slideshow with a "notes" section, but if you distribute it at the beginning of your speech, you run the risk of turning your presentation into a guided reading exercise and possibly distracting or losing members of the audience. Everyone reads at a different pace and takes notes in his or her own way. You do not want to be in the position of going back and forth between slides to help people follow along.
Intention
The speaker's goal when speaking to an audience
Proxemics
The study of human use of space and distance in communication
Ethnocentrism
The tendency to view other cultures as inferior to one's own
What is one thing you should avoid when preparing international communications? The use of local specification, such as the metric system The use of jargon and idioms A document translated into the native language Any reference to the customer's country
The use of jargon and idioms - When preparing international communication, include a glossary of technical terms, provide examples to go along with the definitions of terms, avoid jargon, and avoid idioms and slang. This is a good rule for both technical and marketing material.
What does communicating with a diverse workforce require? Avoiding mass communication, instead communicating directly with each individual Creating several versions of any broadcast communication to meet everyone's needs Deciding on a single communication model and sticking with it regardless of audience Understanding how diverse employee populations perceive business communication
Understanding how diverse employee populations perceive business communication - Communication for a diverse workforce requires understanding how diverse employee populations perceive business communication. Some employees believe constant memorandum and employee meetings are time wasters and, as such, might simply tune out both the message and the messenger. Other employees want to be informed of every company move, and if they believe transparency is missing from communication with employees, they begin to feel undervalued and unappreciated.
What will keep a difficult conversation from escalating? Assuming that all parties are right until someone is proven wrong Allowing all parties to speak for as long as they would like Using appropriate verbal and nonverbal language Not trying to manage the conversation
Using appropriate verbal and nonverbal language - Speak clearly, avoiding any jargon that other parties may not understand, provide eye contact, and try to sit or stand in a relaxed way. Do not use confrontational language or body language.
Vocal Variety
Using changes in pacing, pitch, inflections, etc to add emphasis to points and make a presentation interesting
Facial Expressions
Using the face to communicate emotions, ideas, and cues
Audience size affects what major element of presentation preparation? Vocabulary Appearance Cue Cards Visuals
Visuals - The size of the audience will affect the type of visuals you prepare. Unless there is arrangement for projection suitable for the size of the audience, you may not be able to keep their attention.
cognate strategies
Ways of framing, expressing, and representing a message to an audience.
Boomerang Effect
When the speaker or message gets the opposite of the desired response from the audience
implicit-rule culture
a culture in which information and cultural rules are implied and already known to the participants
explicit-rule culture
a culture in which information, policies, procedures, and expectations are explicit
Conflict
a perceived incompatibility of actions, goals, or ideas
Interference
anything that blocks or changes the source's intended meaning of the message.
Iceberg Model
conscious, preconscious, unconscious
collectivist cultures
cultures in which people subordinate their personal goals to those of a stable community
uncertainty-rejecting cultures
cultures that have difficulty with ambiguity, uncertainty, and diversity
uncertainty-accepting cultures
cultures that tolerate ambiguity, uncertainty, and diversity
Information Overload
his situation occurs when audiences are given too much information or information that is too complex
Speaker's Triangle
indicates where the speaker starts in the introduction, moves to the second position for the first point, across for the second point, then returns to the original position to make the third point and conclusion
Four types of communication
intrapersonal, interpersonal, group, mass
self-adaptors
manipulations of one's own body, typically used to manage and convey feelings of anxiety or fear
object adaptors
material artifacts used to manage tension (ex: audience members tapping their pencils, chewing on them, or playing with them, while ignoring you and your presentation)
transactional model of communication
recognizes that we simultaneously send and receive messages; a cyclical model of the communication process
Relaxation Step
returning the hands to a normal relaxed position at the conclusion of a gesture
Haptics
study of touch
environment
the atmosphere, physical and psychological, where you send and receive messages.
context
the circumstances that form the setting for an event, statement, or idea, and in terms of which it can be fully understood and assessed.
message
the information transmitted by the source
channel
the means by which a message is communicated
Feedback
the messages, usually nonverbal, sent from a listener to a speaker
receiver
the person who receives the message
